Publications / Civil Law

UAE Consumer Q&A: Should Etisalat Compensate Me for 3 Days of No Service?

Online transactions for things like paying bills or making online purchases are becoming increasingly popular as people seek greater time efficiency - but there is also an inherent risk with such transactions. Stories of consumers being sent fake, damaged or expired products as a result of an online purchase are frequently heard. This week in my interview with The National, I clarified the law relating to online purchases and what consumers can do in the event they are stung by such a transaction.

Consumers buying online should always read terms and conditions before making any purchases. The terms serve as an agreement between the two parties, and also covers product handling, refund terms, and delivery. You have a right to demand action is taken if these terms are not followed.

Products arriving that are defective or expired should be immediately reported to the seller. In accordance with the Consumer Protection Law No. 24 of 2006, sellers are then obliged either to exchange the product in question with a new one or offer a full refund. If the seller refuses to do so, you have the right to lay a complaint with the Consumer Protection Department to seek a remedy. You can claim a full refund or exchange as long as the defect was present on the time of purchase.

In the case of a telecommunications company's product or services resulting in some kind of double application or other issue in the terms of use you should either choose some alternative package or wait for the issue to be resolved.